Troubleshooting

The Troubleshooting Tool helps you understand and debug your live experiences directly on your website. It makes it easier to identify why an experience is not displayed and check user context.

This is a BETA feature.

Troubleshooting Tool

How to launch the Tool

You can open the tool in three different ways:

1. From the Settings page

   • Go to Settings > Troubleshoot.

   • Enter the URL of your app (where the Jimo snippet is installed).

   • A new tab will open with the Troubleshooting Tool on top of your site.

2. With a keyboard shortcut (recommended)

   • Enable the shortcut from the Troubleshoot settings page.

   • Then, on any page of your app where Jimo is installed, press:

     • ⌘ ⇧ L on Mac

     • Ctrl ⇧ L on Windows/Linux

   • The tool will instantly open on top of the page.

3. From the Experience dashboard

   • Open the … menu of a live experience.

   • Click Troubleshoot and it will open on.

   • The tool will on this specific experience.

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Navigating the Tool

The Troubleshooting Tool opens as a draggable widget over your site. You can move it anywhere or close it with the ✕ button.

User panel

At the top, you see the current Jimo user context:

• User name & ID (clickable to open details).

• Segments the user belongs to.

• Attributes with current values.

• Reset user activities button: clears local activity (seen experiences, completed checklists, etc.) only on this browser.

  This does not change analytics history or segments. To remove a user from segments, use the Users & Segments tab.

Experience list

Below the user context, you see the list of all published experiences available for this page.

• Search bar: filter by name.

• Tabs: All, Shown, Waiting, Ineligible.

• Each experience shows:

  • Name, type, and current status.

  • Expand to :

    • Raw experience ID (clickable link to its dashboard).

    • Status details (trigger conditions, matched or not matched rules).

Statuses

• Shown → The experience is currently displayed.

• Seen → The experience has already been seen and dismissed or completed.

• Waiting → The experience is eligible but waiting for a trigger (e.g., click, page load, event).

• Ineligible → One or more conditions prevent the experience from displaying.

  • Details show which conditions are not matched (e.g., wrong environment, user not in segment, invalid URL).

  • Conditions that match are also listed.

Support

At the bottom, a quick link lets you chat with Jimo support.

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Common issues you can identify

The tool helps you quickly spot why an experience doesn’t show. Here are the most frequent cases:

• Snippet not installed → the tool itself won’t load. → Use window.jimo in browser console:

  • undefined = script missing

  • [] = script present but not initialized

  • {} = script correctly installed

• Wrong targeting / segment mismatch → Check user segments in the tool, and adjust rules in Users & Segments or the Who field and Where field.

• Trigger not activated → If status = Waiting, check which trigger is expected (click, event, page condition). See Show On.

• Dynamic selectors issue → If element selectors change dynamically, Jimo may lose track of the element. See Dynamic Elements.

• Environment mismatch → Experience is limited to a different domain/environment than the one you are testing.

• MAU limit reached or CSP errors → Check browser console for warnings (MAU over limit, blocked scripts, CSP errors).

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Limitations

• The Troubleshooting Tool relies on a working snippet. If the snippet is missing or broken, the tool cannot be opened.

• It cannot detect CSP or quota issues directly — use the browser console for advanced debugging.

• Resetting user activities only clears local browsing history of experiences, not analytics logs or segments.

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Best practices

1

Always test on the correct environment (production vs staging).

2

Use the keyboard shortcut for quick access while debugging.

3

When troubleshooting targeting issues, open the user panel to check segments and attributes.

4

If needed, combine the tool with console checks (window.jimo) for installation debugging.